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#1 04-30-2024 10:43:46

Registered: 04-29-2024
Posts: 77

Missing Customer Information on "Pending" and "Cancelled" Orders

NOTE: This post was created on 2023-10-10 on the Kryptronic eCommerce Community facebook page, which has been replaced with this forum.  All facebook support content was migrated into this forum in April 2024.


Order Center for "Pending and Cancelled" orders shows the First Name, Surname and 1st Line of the Address as "Unknown"                           
Is this normal behaviour.                                                                                       
Just to delve deeper into this, I can see a customer who failed in paying for the order twice and succeeded the 3rd time, with all the details of the COMPLETED order correct, but I can see his failed orders showing those fields mentioned above filled in as "Unknown"                                                                                                     
I am worried about losing orders, as I've had a few reports about issues and wondered if there is a session value in the database that's missing                                                                                                       
I don't want to reload the database as I have made a lot of changes to suit the UK market more.


I believe you are using PayPal Commerce Platform, and likely have Express Checkout (checkout from the shopping cart page) enabled. In order to start an express checkout session with PayPal, an order is set up with as much info as is on hand, and if the customer's first name or last name are not known, they are set to Unknown to set the order up. As PayPal sends updates back during the order process, the missing info is filled in. The orders that you are seeing are likely for guests who have added items to their cart and clicked the PayPal Express Checkout button, but didn't sign in there or make any updates.


Ah, thanks for the explanation... I have switched off express checkout for the moment and will monitor it



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